swallservices
August 14th, 2011, 05:43 PM
We are currently in the process of bringing on our first few truly flat-rate MSP agreements to some of our A clients. As such, they will give us some leeway in working the kinks out of our offering.
As of version 5.6, CommitCRM does not yet specifically support workflow rules for Service Level Agreements (SLAs). Yet however, our agreements do indicate that we will maintain certain response times based on the severity of the issue reported. I'm currently finding a hard time finding the best way of staying on top of these SLAs (with or without Commit) and I was hoping that the community might have suggestions so we can all learn from each other, and together improve our businesses.
Here is my list of initial questions to jumpstart this topic:
1. How are you maintaining your SLAs and ensuring that your techs are responding per-SLA and items aren't "falling through the cracks"?
2. How are you tracking your SLA response times so when a client says your response time sucks you can say "Well actually, we're responding 20% faster than SLA... let me show you these..."
3. Reports. How are you generating reports supporting your SLAs?
How are you keeping on top of your SLAs? Any and all feedback welcome.
==========
FYI - I posted this in the CommitCRM software forum instead of the IT Service Business forum because ideally I'd like to know how to accomplish this in conjunction with Commit, however separate solutions are always welcome.
As of version 5.6, CommitCRM does not yet specifically support workflow rules for Service Level Agreements (SLAs). Yet however, our agreements do indicate that we will maintain certain response times based on the severity of the issue reported. I'm currently finding a hard time finding the best way of staying on top of these SLAs (with or without Commit) and I was hoping that the community might have suggestions so we can all learn from each other, and together improve our businesses.
Here is my list of initial questions to jumpstart this topic:
1. How are you maintaining your SLAs and ensuring that your techs are responding per-SLA and items aren't "falling through the cracks"?
2. How are you tracking your SLA response times so when a client says your response time sucks you can say "Well actually, we're responding 20% faster than SLA... let me show you these..."
3. Reports. How are you generating reports supporting your SLAs?
How are you keeping on top of your SLAs? Any and all feedback welcome.
==========
FYI - I posted this in the CommitCRM software forum instead of the IT Service Business forum because ideally I'd like to know how to accomplish this in conjunction with Commit, however separate solutions are always welcome.